This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers.

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Top Group Members

John — 52 posts

President, Egan Energy Communications

Karen — 38 posts

Freelance Business Writer, Final Draft Communications, LLC

Patty — 20 posts

President & CEO, Smart Energy Consumer Collaborative (SECC)

Ann — 13 posts

Formerly Mission and Brand Manager, KSV

Rob — 12 posts

Customer Strategy Officer, GridX

Matt — 11 posts

Energy Analyst, Chester Energy and Policy

Newest Members of Group

Ed joined 11 hours ago

Executive Director, UtilityExchange.org

Marlan joined 2 days ago

Oracle Utilities Test Lead, CIS Quality Assurance Inc

Karen joined 2 days ago

ASSOCIATE DIRECTOR, Guidehouse

Robert joined 2 days ago

Senior Planner, ATCO Ltd.

Tara joined 2 days ago

Self

Rebekah joined 3 days ago

Vice President, ICF

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Post - Customer Care Group - May 28, 2020

Why Utilities should stop throwing money to push user adoption portals instead enable simple and easy to deploy digital interactions

In today's world, where consumer expectations are driven through the use of tools such as Alexa, Amazon and Uber, customers are expecting more from their utilities.

Director of Industry Strategy, KloudGin

Challenge 3: People expect efficient user-friendly tools

"The typical customer only interacts with a utility intermittently, sometimes not at all for a year or two and typically only when there is a problem. Adding to the complication of interacting with utilities, how many customers actually remember their username/password or know where they stored it when they set up their profile on a utility website."

Post - Customer Care Group - May 28, 2020

Adapting Customer Service During a Pandemic: Lessons from Hurricane Katrina

Utilities are carefully managing communications with customers. Some have created dedicated programs to reduce costs, generating high response rates. To provide unprecedented value to these customers during a health crisis, utilities must adapt..

Vice President, ICF

Really interesting to think about the technological differences during the time of Katrina and now and how much different the pandemic response might have been if it happened back then. Makes you wonder what technology will be at our and the utilities' disposal in another 15 years to transform things-- any wild guesses on that, Rebekah?

Post - Customer Care Group - May 28, 2020

Six Ways Utilities Can Deliver the “Care” in Customer Care

The need to engage with customers is largest when their needs are highest. Companies, including utilities, need to build a reservoir of trust and goodwill that will remain intact in the short and long term.

Senior Manager, Energy & Utilities, West Monroe

Based on this customer understanding, leading utilities engage their customers proactively to provide services and products that best address the customers’ personalized needs.

Post - Customer Care Group - May 28, 2020

Fort Collins Utilities’ Pandemic Response Puts Customers First

Due to the coronavirus outbreak, Fort Collins Utilities has shifted its habits. All the service changes implemented during the pandemic have been made with customer service needs in mind.

Freelance Business Writer, Final Draft Communications, LLC

We created a team to look at how business customers should reengage their facilities as they start to open back up. We’ve provided instructions for things like flushing water systems prior to drinking or, in the case of restaurants, serving to customers. We also have a hotline to talk them through these issues.

Completely agreed. I love that they were proactive in providing a level of concrete steps businesses could take to reopen in a time of uncertainty about so many other things.

Post - Guidehouse - May 28, 2020

Moving from Energy Customers to Energy Partners

Tapping Insights from Customer Research and Social Science

ASSOCIATE DIRECTOR, Guidehouse

Post - Customer Care Group - May 28, 2020

Energy Insecurity: Why It Matters Now

Unemployment associated with the COVID-19 pandemic will likely create a concerning new wave of energy insecurity among Texans.

Research Fellow, Texas Energy Poverty Research Institute

Post - Customer Care Group - May 28, 2020

Customer Care Roundup: Recent Must-Read Posts From Fellow Community Members

There are sure to be more challenges ahead, but utilities are starting to think about life post-pandemic. Your fellow community members have been looking ahead to what the new customer care normal could look like. Click through to read their..

Freelance Business Writer, Final Draft Communications, LLC

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May 6, 2020

News

VertexOne Acquires WaterSmart to Expand its SaaS Leadership Position in the Utility Market

The combination of VertexOne and WaterSmart creates the best-in-class Digital Customer Engagement platform in the utility industry.

Apr 13, 2020

News

Amid 'stay-at-home' orders, what kind of financial break can SDG&E customers get?

The California Public Utilities Commission, the agency that regulates the state's major investor-owned power companies such as San Diego Gas & Electric, has agreed to shift the timing of a credit SDG&E customers...

Feb 25, 2020

News

EC Infosystems Announces Fourth Annual User Conference at Four Seasons Orlando in February 2021

UNIONDALE, N.Y. – February 25, 2020 – EC Infosystems, a leader in Electronic Data Interchange (EDI) and Billing/Customer Information Solutions (CIS) for companies in the deregulated energy industry, has announced their annual...

Feb 20, 2020

News

BGE named Business Customer Champion in national study of utility customer engagement

BALTIMORE - BGE has been recognized for best in class business customer engagement in the leading study of utility industry brand health and business customer experience released by Escalent, a top human behavior and...

Jan 24, 2020

News

Dominion Energy South Carolina Offers Tips to Help Customers During Colder Months

CAYCE, South Carolina, Jan. 24 -- Dominion Energy, a part of the South Carolina Electric & Gas Co., a subsidiary of SCANA Corp., issued the following news release:Unseasonably warm days that quickly turn to freezing...

Jan 23, 2020

News

Power TakeOff, in Association With ComEd, Wins the MEEA Inspiring Efficiency Award for Innovation

The Midwest Energy Efficiency Alliance (MEEA) has awarded its 2020 Inspiring Efficiency Innovation Award to ComEd. As the program creator and manager, Power TakeOff first launched the Virtual Commissioning (VCx™) Program in...

Jan 7, 2020

News

Innowatts Integrates With EC Infosystems to Extend Offerings Across Energy Markets

Energy analytics pioneer, Innowatts, announced today that it has entered into an integration agreement with EC Infosystems (ECI), the largest and most widely used electronic data interchange (EDI) and Billing/CIS service...

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Top Group Members

John — 52 posts

Karen — 38 posts

Patty — 20 posts

Ann — 13 posts

Rob — 12 posts

Matt — 11 posts

Newest Members of Group

Ed joined 11 hours ago

Marlan joined 2 days ago

Karen joined 2 days ago

Robert joined 2 days ago

Tara joined 2 days ago

Rebekah joined 3 days ago

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